Technology Support III - Incident Manager

JPMorganChase; Columbus (OH); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health care coverage

Retirement plan

Tuition reimbursement

On-site wellness centers

Job summary

JPMorganChase is seeking a Technology Support III to ensure the operational stability, availability, and performance of production application flows. You will troubleshoot, maintain, and resolve interruptions across internal and external systems to deliver a seamless user experience.

In Employee Platforms Production Management, you will drive continuous improvement, leverage AI-assisted tools, and collaborate with cross-functional teams to monitor, analyze, and resolve incidents and changes with

Qualifications

• 3+ years in troubleshooting and maintaining IT services
• Ability to validate AI-assisted incident recommendations before action
• Knowledge of large-scale on-prem and cloud environments
• Familiarity with observability and monitoring techniques
• Exposure to ITIL framework processes

Responsibilities

• Provide end-to-end service delivery and maintain system stability
• Use enterprise AI capabilities to speed incident triage and trend analysis
• Participate in incident response: gather facts, assess impact, document timelines and coordinate updates
• Follow incident/problem/change management procedures per resiliency and security expectations
• Contribute to post-incident reviews and remediation tracking
• Monitor production environments for anomalies and escalate with solutions
• Analyze complex issues to anticipate and resolve incidents across full-stack systems
• Apply AI-assisted practices to identify recurring interruptions and validated remediation actions

Skills

Troubleshooting

AI-assisted workflows

Incident response

Observability & monitoring

ITIL processes

Tools

Observability tools

AI-assisted incident tools

Job description

Job Description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

Job Description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Employee Platforms Production Management, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escal… and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job Responsibilities

• Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm's systems to ensure operational stability and availability
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Participate in incident response activities by gathering facts, assessing impact, documenting timelines, coordinating updates, and helping drive service restoration.
• Execute assigned incident, problem, and change management procedures in alignment with operational, resiliency, audit, and control expectations.
• Contribute to post-incident review, root cause analysis, action tracking, and recurrence prevention by documenting findings, validating evidence, and following through on assigned remediation items.
• Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure
• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.

Required Qualifications, Capabilities, And Skills

• A. 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred Qualifications, Capabilities, And Skills

• Prior experience or expertise troubleshooting, resolving, and maintaining information technology services in a production or enterprise technology environment.
• Strong critical thinking skills, including the ability to separate symptoms from root causes, ask effective questions, assess evidence, and make sound recommendations.
• Demonstrated problem-solving ability with a practical, organized approach to diagnosing issues, documenting findings, and following through to resolution.
• Comfort with public speaking, facilitation, and presenting technical or operational updates to groups in a clear, concise, and professional manner.
• Curiosity, accountability, composure under pressure, attention to detail, and willingness to learn from incidents, peers, and operational feedback.
• Working knowledge of incident, problem, and change management concepts, including escalation, impact assessment, post-incident review, and remediation tracking.

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About The Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.